What’s a Credit Limit? What happens if you exceed a Credit Limit? And how do I check if my account has credit?
When you join Virgin Media and/or Virgin Mobile we may apply a Credit Limit to your account. This is based on the results of your credit check and the services you have with us. Having a Credit Limit means it’s easier to stay in control of what you’re spending. We’ll always do our best to let you know when you’re near your Credit Limit and if you exceed it.
Your Credit Limit will be the most you could spend on usage charges since your last bill, and includes chargeable telephone calls, TV on demand and interactive purchases. You can find out your Virgin Mobile Credit Limit on your bill.
If you’re a Virgin Media customer and there’s an amount outstanding from your previous bill, we might place a temporary spend limit of £30 on your account. This spend limit will stay in place until your outstanding balance is paid in full.
A spend limit applies to costs that are outside of your standard monthly package, such as calls, pay-per-view and interactive services. If you go over this spend limit, your services may be restricted.
If you haven’t registered for My Virgin Media or can't remember your details, see Managing your Broadband, TV and Phone account with My Virgin Media.
You’ll always have a Credit Limit. It’s the max you can spend on your pay monthly plan and your extra usage charges, combined.
Your Virgin Mobile Spending Cap will be lower – you’re free to add, change and get rid of this anytime on Your Account. It lets you control how much you can spend on top of your pay monthly plan, such as on extra data, picture messaging and other out-of-allowance charges.
If the total of unbilled usage charges (that’s chargeable telephone calls, TV on demand, and interactive purchases) since your last bill comes to more than your current credit limit, then you’ve gone over your credit limit.
You’ll need to pay off enough of the balance to bring you below your limit. It’s worth knowing that if you have an outstanding bill at the moment, and don’t have a Direct Debit set up with us, then you’ll have to clear this bill to avoid any impact to your services. If you need to make a payment, you can sign in to your My Virgin Media account and pay online.
If you do exceed your credit limit, or decide not to pay your bill, we may suspend your services. We’d rather it didn’t come to that, so if you’re near your credit limit, we might suggest you make a payment to bring you back under your credit limit again. To find out how to pay, see Payment methods for Broadband, TV and Phone.
You won’t be caught off-guard, don’t worry. You’ll get a text message when you’ve spent 75%, 95% and 100% of your credit limit. If you do go over:
You’ll lose phone service But you can still make emergency calls, receive texts and answer your mobile phone.
You’ll make a payment Usually, just so you’re below your credit limit. But if you were billed less than 2 weeks ago for your monthly allowance, you’ll also need to cover your direct debit. We can tell you how much to pay if you’re not sure.
You’ll get back to normal When your payment’s gone through on your mobile account, your phone will start working again, with full service as before.
You’ll see any credits you were given as a gesture of goodwill or from special offers.